Service Sees a New Normal
Lafayette Life is making significant investments in technology to improve service, and to make it easier to do business and meet customer expectations for a digital experience. One example: the completely new agent portal, due for release in early 2024. This new portal will be mobile friendly and provide real-time tracking of business, as well as enhanced security.
Later in 2024, a new client portal will be launched. It likewise will improve the digital service experience for policyholders. The focus will be on enhancing security and providing greater functionality and improved self-service options to better satisfy the digital expectations of today’s consumers.
As a member of Western & Southern Financial Group, Lafayette Life not only benefits from financial strength but also enjoys tremendous access to resources and capabilities within the organization. Lafayette Life recently partnered with the parent company’s Enterprise Engagement Center (EEC) to help provide additional analytics, training and workflow management for its call center.
The collaboration has resulted in improved understanding of work flows and processes to better manage staffing and systems. One resulting change is the improved call queue for incoming agent inquiries. If a caller elects to receive a call back instead of waiting in line, they now retain their spot in the queue and receive a call back when it’s their turn.
The client services line is also being enhanced with additional menu options. Doing so will help further guide the client to specific departments and will organize each service option to be routed to the most experienced representative best equipped for that task. Self-authentication for customer calls was also implemented earlier this year, further increasing resource capacity. The client now in most instances can self-authenticate while waiting, helping them get to their question quicker once connected with a service representative.